2. Pengalaman Kerja Flashcards
What experiences do you have in (customer service, retail, office clerk, sales, manager)?
⛔️ Bukan jawabanku: I have more than 20 years of customer service experience, mainly in a call center setting handling everything from unemployment to travel. In unemployment, my job consisted of taking more than 100 inbound calls per day to assist unemployment recipients. In travel, I handled calls from corporate travels and booked international flights, hotels, and cars, and made sure our clients had every aspect of their trip handled for them. My jobs have honed my communication and organization skills, along with my patience and attentiveness to my customers.”
What have you learned from the jobs that you have held?
⭕️ While I have learned a great deal about my profession in previous jobs, the most critical skills I have developed are about self-management. My first job taught me a lot about time management-how to anticipate and meet work project deadlines. ⛔️ My last job required that I supervise employees, and I found that to be a whole new skill set.
⭕️ In my past jobs as a customer service, I learned a lot about dealing with customers and keeping them satisfied. When I started my fist customer service job, I had never worked directly with customers, so I had a lot to learn about managing my tone of voice, especially with unhappy customers. I learned to be patient and to listen empathetically. In my recent job, my employer gave me a lot of decision-making freedom when it came to keeping customers happy. I learned how to use good judgement in making compromised offers that were truly win-win solutions.
What did you like most about your last position?
⭕️ Retail: There are many things I appreciate about working in retail; however, my number one pick would be the fact that I get to meet new and interesting people every day. I am a social person, so working with the general public is very fulfilling for me.
⭕️ CS: I love being able to talk to all kinds of different people every day and finding the best way to help them. Customer service is a great job for me because I love finding ways to solve problems.
What did you like least about your last position?
⭕️ Retail: In retail, as you know, a lot of personalities come through the store in a day. I do not particularly enjoy rude customers who speak down to me because I am a sales rep. I genuinely want to help my customers! When I do have a rude customer, I continue being my nice and helpful self. They usually come around.
⭕️ Office clerk: I didn’t enjoy the repetitive tasks in my last role, but I realized that they were unavoidable. So, I made a system where I broke up the work so that I could focus on more exciting projects in between, and still get all the work done by the end of the day.
⭕️ General: While I enjoyed my time learning and growing in my last job, there was a lack of opportunity in the way I wanted to progress in my career. I deeply enjoy being challenged and getting better at what I do.
What is the type of management that you like?
How do you like to be managed?
From my experience, I work best with managers who pay attention to individual’s needs. My last manager was a good example. She used slow periods to coach workers who needed more instruction. When things sped up, she gave clear instructions and took on tasks herself if necessary.
Example: Although I’ve never been a manager, I took on several leadership roles as Incoming Exchange Manager within AIESEC. This experience taught me the value of working within a team by respecting diversity of people and ideas to achieve common goals which leads to the success of the projects. I took a democratic approach to leadership. I motivated the team by encouraging constructive feedback.
Tell me about a person that you would like to work with?
I best enjoy working with driven individuals, people who are positive, energetic, and take accountability for their work. I do have the ability to work with a large variety of individuals; however, these are the ideal traits I would see in future colleagues.
How do you work under pressure?
Retail: I work well under pressure because I use the pressure to help me work more efficiently.
I have experienced high-stress level many times in a retail environment. These times of stress might be when I have an overly aggressive and angry client to deal with, or during peak times like Black Friday or holiday sales. To keep myself grounded, I ensure that I come to work well-rested. Also, I bring a book to read during my lunch breaks. It’s an escape for me, to read a book, versus spending spare time on social media.
How do you handle conflict?
In most cases, I handle conflict well. I value diversity and understand that different people have different opinions, which may lead to conflict. When faced with conflict, I work to collaborate with others to resolve the issue in a way that is mutually beneficial for everyone involved. Sometimes, I can become defensive when trying to express my opinion. I am practicing tactics to manage this behavior, such as pausing to take a deep breath and carefully considering my words before responding.
When entering a new job, describe how you build relationships with your new coworkers and supervisors.
When entering a new job, I build relationships by being polite and respective of people’s space and time. I ask questions that help me learn about the other person so that I understand what is important to them, then I gradually share my experiences and let them know who I am. I then build trust by doing what I say, being reliable, and by supporting my coworkers.
Have you ever been terminated from a job?
I have never been terminated. I give my all to each employer.
What does X（customer service） mean to you?
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Customer support and customer service are similar, but the roles can have different requirements. A positive attitude and making sure you understand the customer’s need or expectation is important when providing good customer support or service. Because customer support is usually more considered with resolving technical issues, consider sharing the steps you would take or the strategies you would use to get to the root cause of the customer’s issue in order to resolve it.
What is X (customer service)?
How you define X (customer service)?
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⭕️ There are many components to customer service, and you need all of them to truly satisfy customers. Customer service involves being a kind, courteous, and professional face for the company. It also involves listening carefully to customer wants and concerns. Beyond listening, customer service is doing everything in one’s power to efficiently and accurately serve each customer. Finally, customer service is about clearly explaining solutions to clients. All of these components of customer service lead to happy and loyal customers, which I know is the ultimate goal of your company.
⭕️ Customer service is more than waiting on customers. It includes trying your best to make sure that the customer is satisfied. I know customer satisfaction is extremely important to your company, and it is always something I strive for in my retail experience. For example, I recently had a customer who was disappointed that we did not have an item in our store. I called four other branches of our company, and finally called company headquarters, to find the item. I then had it shipped to our branch, and the customer had the item within four days. Working hard to meet customers’ needs is always my priority.
⭕️ Customer service means going above and beyond to keep the customer happy, whether that means answering any questions they have or resolving issues with a positive attitude. Customer satisfaction is the top priority, and hopefully creating loyal, returning customers.
